Customer Care Center Consultant

Description

Job Summary
This role is responsible for effectively resolving simple technical problems involving hardware and software and providing solutions and guidance to internal and external businesses and end users via telephone and electronic support channels. The role engages in articulating case summaries and resolutions for the Knowledge Management System (KMS). The role guides customers proactively to prevent problems represents the organization in various activities collaborates to meet SLA demands and contributes proactively to projects through research and data analysis support.

Responsibilities
Resolves simple technical problems effectively encompassing hardware and software encountered through interactions with internal and external businesses as well as end users utilizing proactive notification systems.
Addresses internal or external business and end user issues via telephone and electronic support channels offering solutions and guidance.
Articulates case summaries resolutions and contributes to the Knowledge Management System (KMS) through both written and verbal communication.
Guides customers proactively to mitigate the occurrence of problems while also representing the organization through activities such as customer visits participation in industry conferences/trade shows and vendor meetings.
Utilizes relevant frameworks to implement solutions and contribute towards technical excellence.
Provides resolutions and feedback by performing root cause analysis of outages and trends to address issues promptly and effectively.
Collaborates with team members as needed to meet internal or external business and end user Service Level Agreement (SLA) demands.
Applies foundational principles and contributes proactively to projects through research and data analysis support providing regular updates on accomplishments and impediments.
Supports priority projects with direction maintaining relationships with internal stakeholders and sharing information via standardized reports.

Education & Experience Recommended
Fouryear Degree in any area or any other related discipline or commensurate work experience or demonstrated competence.
Typically has 02 years of work experience preferably in remote support telephone support technologies and customer environments or a related field.

Preferred Certifications
NA

Knowledge & Skills
Amazon Web Services
Automation
Computer Science
Customer Relationship Management
Customer Support
Debugging
Java (Programming Language)
Linux
Operating Systems
Product Support
Python (Programming Language)
Root Cause Analysis
Scripting
Software As A Service (SaaS)
SQL (Programming Language)
TCP/IP
Technical Services
Technical Support
Unix
Workflow Management

CrossOrg Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity

Impact & Scope
Impacts own work and acts as a team member by providing information analysis and recommendations in support of team efforts.

Complexity
Learns to apply basic theories and concepts to work tasks.

Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties skills responsibilities knowledge etc. These may be subject to change and additional functions may be assigned as needed by management.

Job

Schedule

Shift

Travel

Relocation

Equal Opportunity Employer (EEO)

HP Inc. provides equal employment opportunity to all employees and prospective employees without regard to race color religion sex national origin ancestry citizenship sexual orientation age disability or status as a protected veteran marital status familial status physical or mental disability medical condition pregnancy genetic predisposition or carrier status uniformed service status political affiliation or any other characteristic protected by applicable national federal state and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If youd like more information about HPsEEO Policyor your EEO rights as an applicant under the law please click here:Equal Employment Opportunity is the LawEqual Employment Opportunity is the Law Supplement